Customer Support Policy
From 9 AM to 5 PM PST, Monday through Friday, Customer Support is available by telephone with any of our client support staff. Support request emails sent to firstname.lastname@example.org or submitted through the Support Request document in our online Help Menu shall receive an e-mail acknowledgement within 10 minutes. We strive to resolve all client user and technical problems as quickly as possible.
In off-hours and on Holidays, an immediate response to non-emergency technical support is not guaranteed. Support request e-mails shall receive an acknowledgement of receipt via auto-responder, and will receive a response from live support via e-mail or telephone at or before 9 AM on the next business day.
Emergency requests should be submitted through the emergency support paging extension (888-217-9600 x500.)
Requests for emergency technical support should be left on x500 of our main office number if the call is not answered by a live support staff member outside of regular business hours. Emergency Support messages page technical support staff at home, and should be used only in critical emergency situations. Such requests will receive a response from support staff via e-mail or telephone within 15 minutes.